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Client Services Team Leader

Job Description

The Team Leader is responsible for the coordination of activities of staff of client service representatives in support of the National Banking Services consumer and business client base across all regions. This position supports the timely response to and resolution of client inquiries regarding Investments, cash management, deposit and loan services. The incumbent is responsible for various functions, including but not limited to: Staff training, input for development and performance evaluation; procedure development and review and risk identification/mitigation. Will assist the Unit Manager in scheduling for multiple shifts, implementing effective workflows and controls, identifying process efficiencies and establishing and maintaining relationships within the business line and across multiple business lines to satisfy client requests and research and resolve potential issues.

Qualifications

The qualified candidate must have a proven ability to supervise, motivate and develop a staff of exempt associates while also serving as a Client Service Representative. The position requires excellent communication, analytical, interpersonal and leadership skills to support the success of the business line. An understanding of banking products and services and delivery channels is required. The Team Leader must be able to address a variety of client-initiated concerns/questions on a daily basis. Complex client service issues will be escalated to the Unit Manager. The incumbent must be able to determine solutions to problems and respond to the client with quick turnaround. The incumbent will be a direct point of contact for the client and internal business lines. She/he will insure that client service team meets assigned timelines for completing client requests and resolution of problems. Through successful interaction with the Banking Services Client Servicing Manager, the Unit Manager and the Client Service Team, the Team Leader will be able to positively influence relationships with the clients. The Team Leader will interact with internal and external clients both verbally and through written communication. She/he must demonstrate sensitivity to the clients' concerns and project a professional image when dealing with the client. In addition, the Team Leader must possess the ability to successfully interact with professionals at all levels (both internally and externally) in order to provide responses to inquiries received and to ensure that the business unit accurately interprets and complies with instructions provided.The qualified candidate must have 5 plus years of client service experience, preferably in the financial service industry. Bachelor s Degree and Client Service management experience preferred. Prefer that candidates have a Series 7 and 63 licenses or be willing to obtain licenses within the first six months of employment. For over 230 years, the people of BNY Mellon have been at the forefront of finance, expanding the financial markets while supporting investors throughout the investment lifecycle. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments & safeguards nearly one-fifth of the world's financial assets. BNY Mellon remains one of the safest, most trusted and admired companies. Every day our employees make their mark by helping clients better manage and service their financial assets around the world. Whether providing financial services for institutions, corporations or individual investors, clients count on the people of BNY Mellon across time zones and in 35 countries and more than 100 markets. It's the collective ambition, innovative thinking and exceptionally focused client service paired with a commitment to doing what is right that continues to set us apart. Make your mark: bnymellon.com/careers.

As one of the nation's leading wealth managers, BNY Mellon Wealth Management is dedicated to helping individuals, families, planned giving programs, endowments, foundations and other institutions with all of their wealth and investment planning needs. By providing integrated products, services and solutions, we help them capitalize on opportunity while managing risk. Backed by more than two centuries of experience, we understand our clients' needs and deliver customized strategies to help them reach their goals.